Senior Client Support Specialist and Lead

Todjanae Laflore

*********@*****.*** 386-***-****

Professional Summary

Senior Client Support Specialist with 4+ years of experience delivering high-touch, multi-channel customer support in fast-paced environments. Proven ability to resolve complex and sensitive client issues, personalize outreach using data and feedback, and partner with internal and BPO teams to improve quality, response times, and client satisfaction. Known for sound judgment, reliability, and white-glove service, with experience testing, refining, and scaling support processes.

Employment History

Senior Client Support Specialist – AppleOne (Remote) Nov 2022 – Oct 2025

• Delivered multi-channel client support via phone, email, chat, and digital messaging while maintaining high quality and empathy in every interaction.

• Managed complex, sensitive client issues, frequently resolving situations without established protocols by making sound, real-time judgment calls balancing both client and business needs.

• Conducted targeted outreach to clients who experienced service issues, restoring trust and strengthening long-term relationships.

• Used client feedback and performance data to personalize outreach strategies and improve response quality.

• Consistently met or exceeded performance standards, including CSAT, response time, and quality metrics.

• Maintained exceptional attendance and punctuality in a live support environment.

• Supported internal teams and BPO partners via real-time Slack communication.

• Provided detailed case documentation and feedback to leadership to support policy and workflow improvements. Client Support Coordinator / Lead Support Representative – TEKsystems (Remote) Mar 2020 – Aug 2022

• Owned specialty program work while continuing to provide direct client support for high-impact cases.

• Assisted with weekly Slack standups, supporting peer success and operational readiness.

• Tested new client support workflows and documented findings for scalability.

• Helped incubate new support processes until ready for BPO transition.

• Collaborated cross-functionally to provide feedback on workflows and policy improvements.

• Supported operations during non-standard business hours, including evenings and weekends. Customer Support Representative – Randstad Feb 2018 – Jun 2020

• Provided high-volume inbound support while maintaining professionalism and accuracy.

• Built foundational skills in documentation, multitasking, and customer communication.

• Recognized for reliability, consistency, and positive client interactions. Skills

Multi-Channel Client Support • Email, Chat & Phone Support • Social Messaging Support • White-Glove Client Service

• Client Advocacy • De-escalation & Resolution • Complex Case Handling • Personalized Client Communication • Real-Time Support • CSAT • KPI & SLA Adherence • First Contact Resolution • High-Volume Case Management • Workflow Optimization • SOP Development • CRM & Ticketing Systems • Slack • Data & Client Feedback Analysis • Cross-Functional Collaboration • Secure Documentation Practices Education

Diploma May 2023

Contact this candidate